Solution Engineer DFO - CX One

Pride Global; Kuala Lumpur; On-site; MYR 120,000 - 160,000; Full time

Job summary

Pride Global is seeking an experienced NICE CXone DFO Solution Engineer to join our global engineering team within a leading international insurance organisation.

You will design, develop, implement and document DFO flows, integrate CXone with enterprise systems, and ensure scalable, secure delivery of omnichannel channels.

The ideal candidate brings hands-on CXone Studio and DFO experience, strong API skills, cloud knowledge (Azure/AWS), and a collaborative mindset to work across teams.

Qualifications

• Minimum 3 years in a technical or service role within software, telecommunications or related tech environments.
• Minimum 1 year hands-on experience with NICE CXone Studio.
• Strong CXone DFO experience including digital channels (Chat, SMS, Email, Social, Messaging, Chatbot).
• Strong RESTful/SOAP API and enterprise integration experience.
• Experience integrating CXone with Microsoft Dynamics and Amelia.
• Bachelor's degree or equivalent work experience; cloud knowledge (Azure/AWS).

Responsibilities

• Design, configure, and implement NICE CXone DFO and omnichannel solutions.
• Apply contact centre architecture across CXone, Genesys, Cisco, Microsoft, or Avaya.
• Develop architectural standards, documentation, and best practices.
• Ensure solutions are scalable, secure, and enterprise-aligned.
• Collaborate with stakeholders to translate requirements into technical designs.
• Diagnose production issues and improve system reliability and recovery.
• Develop automation for MAC activities across DFO services and CI/CD.
• Support continuous improvement of contact centre platforms and processes.

Skills

NICE CXone Studio

NICE CXone DFO

RESTful APIs

SOAP APIs

Azure

AWS

Agile/DevOps/CI-CD

Object-Oriented Design

Education

Bachelor's degree or equivalent

Job description

We are seeking an experienced NICE CXone DFO (Digital First Omnichannel) Solution Engineer to join a growing global engineering team within a leading international insurance organisation.

The successful candidate will be responsible for the design, development, implementation, configuration, and serviceability of CXone digital channels and contact centre solutions.

This role requires a technically strong and highly collaborative professional with excellent problem-solving skills and a strong engineering mindset. You will be responsible for diagnosing and resolving complex integration, call-flow, and digital-flow issues across enterprise production environments.

The ideal candidate will have strong hands-on experience with NICE CXone Studio and DFO, along with proven experience delivering complex omnichannel contact centre solutions.

Key Responsibilities

Architecture & Engineering

• Design, configure, and implement NICE CXone DFO and omnichannel contact centre solutions.
• Apply contact centre architecture and engineering principles across platforms such as NICE CXone, Genesys, Cisco, Microsoft, or Avaya.
• Develop and maintain architectural standards, technical documentation, and best practices.
• Ensure solutions are scalable, resilient, secure, and aligned with enterprise standards.

Business Engagement

• Work closely with business stakeholders and end-user service teams to understand requirements and deliver DFO enhancements.
• Translate business needs into effective technical solutions while keeping customer experience and operational productivity at the forefront.
• Identify opportunities for automation and ensure outcomes can be measured effectively.
• Communicate technical concepts clearly to both technical and non-technical stakeholders.

DFO Analysis & Solution Design

• Analyse production issues and implement corrective actions to improve system reliability, redundancy, and recovery.
• Design, develop, configure, and document DFO flows and integrations.
• Apply contact centre best practices to improve service quality and operational efficiency.
• Troubleshoot complex call-flow, digital-flow, and integration issues.

Automation & Integration

• Develop automation for operational processes, including Move, Add, and Change (MAC) activities across DFO services.
• Configure and optimise NICE CXone DFO services and digital channels.
• Leverage NICE CXone APIs and enterprise integrations to support business requirements.
• Apply Agile, DevOps, and CI/CD practices to accelerate solution delivery and improve operational efficiency.
• Identify opportunities to automate repetitive processes and enhance serviceability.

Additional Responsibilities

• Support business analysis, process improvement, and other technology initiatives as required.
• Contribute to continuous improvement of contact centre platforms, processes, and operational models.

Requirements

• Minimum 3 years of experience in a technical or service role within software, telecommunications, contact centre, or related technology environments.
• Minimum 1 year of hands-on experience with NICE CXone Studio.
• Strong experience with NICE CXone DFO digital channels, including: Chat, SMS, Email, Social, Messaging, Chatbot
• Strong background in NICE CXone implementations, including ACD, IVR, WFM, and integrations with external platforms.
• Experience designing and implementing complex contact centre solutions.
• Strong understanding of RESTful/SOAP APIs and enterprise system integrations.
• Experience integrating NICE CXone with platforms such as Microsoft Dynamics and Amelia.
• Understanding of Object-Oriented Analysis and Object-Oriented Design principles.
• Experience troubleshooting production issues and implementing solutions to improve reliability and recovery.
• Knowledge of Azure or AWS cloud technologies and security best practices.
• Understanding of Agile, SDLC, DevOps, and automation practices.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently as well as collaboratively in a matrixed environment.
• Strong stakeholder management and relationship-building capabilities.
• Ability to explain complex technical concepts to non-technical audiences.
• Bachelor's degree or equivalent work experience.

Key Skills